Telephony intelligence in a data packet network

ABSTRACT

A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-charge-to-calling-party IP addresses are assigned and sponsored by various enterprises, who may also maintain call centers having at least one CTI-enhanced IP router connected to the network, and agent stations having IP telephones connected to the call-center-located IP router. With appropriate software and the CTI link to IP routers the performance of well-known conventional telephone systems may be provided in packet networks like the Internet.

FIELD OF THE INVENTION

[0001] The present invention is in the art of telecommunicationsincluding data-network-telephony (DNT) which encompassesInternet-protocol-network-telephony (IPNT), and pertains moreparticularly to methods and apparatus for providing platform-independentintelligence to routing nodes and servers within a DNT network.

CROSS-REFERENCE TO RELATED DOCUMENTS

[0002] The present invention is related to U.S. Pat. No. 08/947,043entitled Uniform Control of Mixed Platforms in Telephony, filed on Oct.8, 1997, which is incorporated herein in it's entirety by reference. Thepresent invention is also related to U.S. Application 08/948,554,Entitled Uniform Control of Mixed Platforms in IPNT Telephony, filedOct. 10, 1997, also incorporated in its entirety by reference.

BACKGROUND OF THE INVENTION

[0003] In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in such call centers with computerhardware and software adapted for, among other things, better routing oftelephone calls, faster delivery of telephone calls and associatedinformation, and improved service with regards to client satisfaction.Such computer-enhanced telephony is known in the art ascomputer-telephony integration (CTI).

[0004] Generally speaking, CTI implementations of various design andpurpose are implemented both within individual call-centers and, in somecases, at the telephone network level. For example, processors runningCTI software applications may be linked to telephone switches, servicecontrol points (SCP), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI and other hardwarewithin a call-center is commonly referred to as customer premisesequipment (CPE). It is the CTI processor and application software issuch centers that provides computer enhancement to a call center.

[0005] In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PC/VDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, connected to the CTIprocessor, which is connected to the call switching apparatus of thecall center.

[0006] When a call arrives at a call center, whether or not the call hasbeen pre-processed at an SCP, typically at least the telephone number ofthe calling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asDialed Number Identification Service (DNIS). If the call center iscomputer-enhanced (CTI) the phone number of the calling party may beused as a cross-reference key to access additional information from acustomer information system (CIS) database at a server on the networkthat connects the agent workstations. In this manner informationpertinent to a call may be provided to an agent, often as a screen pop,and in some cases prior to a call being connected to the agent.

[0007] Proprietorship of CTI equipment both at individual call-centersand within a telephone network can vary widely. For example, a phonecompany may provide and lease CTI equipment to a service organizationhosting a number of call-centers. A telecommunications company mayprovide and lease CTI equipment and capability to an organizationhosting call centers. In many cases, a service organization (call centerhost) may obtain and implement it's own CTI capability and so on.

[0008] In recent years, advances in computer technology, telephonyequipment, and infrastructure have provided many opportunities forimproving telephone service in publicly-switched and private telephoneintelligent networks. Similarly, development of a separate informationand packet data network known as the Internet, together with advances incomputer hardware and software have led to a new multi-media telephonesystem known in the art by several names. In this new systemology,telephone calls are simulated by multi-media computer equipment, anddata, such as audio data, is transmitted over data networks as datapackets. In this application the broad term used to describe suchcomputer-simulated telephony is Data Network Telephony (DNT).

[0009] For purposes of nomenclature and definition, the inventors wishto distinguish clearly between what might be called conventionaltelephony, which is the telephone service enjoyed by nearly all citizensthrough local telephone companies and several long-distance telephonenetwork providers, and what has been described herein ascomputer-simulated telephony or data-network telephony. The conventionalsystem is familiar to nearly all, and is often referred to in the art asPlain Old Telephony Service (POTS). In the POTS system calls areconnection oriented lending to the preferred terminology,connection-orientated-switched-telephony or COST. The COST designationwill be used extensively herein when describing typical connectionorientated networks or calls.

[0010] The computer-simulated, or DNT systems, are familiar to those whouse and understand computer systems. Perhaps the best example of DNT istelephone service provided over the Internet, which will be referred toherein as Internet Protocol Network Telephony (IPNT), by far the mostextensive, but still a subset of DNT. DNT is a term used to describebasically any type of packet switched network whether public or private.Examples of DNT networks include the public Internet, Intranets, privatecompany owned wide area networks (WANs), and so on. These DNT networksmay operate using several differing or combined protocol, but generallyare supportive of DNT.

[0011] Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach such as anInternet Service Provider (ISP). The definitive difference is that COSTtelephony may be considered to be connection-oriented as previouslydescribed. In the COST system, calls are placed and connected by aspecific dedicated path, and the connection path is maintained over thetime of the call. Bandwidth is thus assured. Other calls and data do notshare a connected channel path in a COST system. A DNT system, on theother hand, is not connection oriented or dedicated in terms ofbandwidth. That is, data, including audio data, is prepared, sent, andreceived as data packets. The data packets share network links, and maytravel by varied and variable paths.

[0012] Under ideal operating circumstances a DNT network, such as theInternet, has all of the audio quality of conventional public andprivate intelligent telephone-networks, and many advantages accruingfrom the aspect of direct computer-to-computer linking. However, DNTapplications must share the bandwidth available on the network in whichthey are traveling. As a result, real-time voice communication may attimes suffer dropout and delay (latency). This is at least partially dueto packet loss experienced during periods of less-than-needed bandwidthwhich may prevail under certain conditions such as congestion duringpeak periods of use, and so on.

[0013] Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

[0014] In typical call centers, DNT is often accomplished via Internetconnection wherein IPNT calls may be placed or received. Call centersmay also be linked to sub-networks, including private networks that arelinked to the Internet. Data packets arrive at the call center afterhaving traveled from node-to-node through the DNT network or networks,and must be sorted and simulated at the call center on a PC/VDU(computer with display), or DN-capable telephone. DNT-capable callcenters are more appropriately termed communication centers in the artbecause of the added scope of media possibilities presented therein.Therefore, the term communication center will be used extensivelyhereinafter when describing a call center.

[0015] In systems known to the inventors, incoming IPNT calls areprocessed and routed within an IPNT-capable call-center in much the sameway as COST calls are routed in a CTI-enhanced center, using similar oridentical routing rules, waiting queues, and so on, aside from the factthat there are two separate networks involved. Call centers having bothCTI and IPNT capability utilize LAN-connected agent-stations with eachstation having a telephony-switch-connected headset or phone, and a PCconnected, in most cases via LAN, to the network carrying the IPNTcalls. Therefore, in most cases, IPNT calls are routed to the agent's PCwhile conventional telephony calls are routed to the agent'sconventional telephone or headset. Typically separate lines andequipment must be implemented for each type of call weather COST orIPNT.

[0016] Much has been accomplished with regard to increasing theintelligence and capability of COST telephony at the network levelbefore calls arrive at a call center. However, no such inroads have beenmade with regard to DNT telephony at network level. This is in part dueto the nature of data-packet networks wherein data travels by varied andvariable routes. Generally speaking, routing within a DNT network isindiscriminate from node to node with only the next destination addressof the next node as a routing guideline for individual packets.

[0017] In COST systems known to the inventor, intelligent routing ruleshave been extended into the public network domain principally via theaddition of CTI processing capability at the network level. For example,SCPs may be enhanced with a processor running varied software routinesadapted to increase intelligence in call handling. Intelligentperipherals, statistical servers, transactional servers, and the likegive added control regarding call handling to individual communicationcenters that support complimentary equipment and software.

[0018] Of particular notice is the recent implementation of T-serverfunction (known to the inventor) within COST networks allowing thecommunication center to exert control over standard telephony switchesand routers involved in routing both incoming and outgoingcommunication. The CTI processor renders the proprietary nature of manyof these switches and routers as a non-factor with regards tocompatibility with each other. Hence, the implementation renders systemsplatform-independent. These CTI Processors, known to the inventors asT-server functions (largely software) installed in the switch orrouter-connected processors can communicate with each other via aseparate digital network that links the processors and routers to eachother and to similar equipment in the communication center. In this way,call identification, destination verification, importance or priority ofthe call, and who best to deliver the call to may be decided before thecall arrives in the domain of the communication center. Moreover,information about the call and the calling party may be routed ahead ofthe actual call so that agent's are better prepared to handle the call.

[0019] As more and more telephony is being practiced overswitched-packet data networks, it becomes desirable to enhance suchnetworks with added intelligence so that calls may be routedintelligently in much the same way as in a COST network. Recent advancesin technology have made it possible to convert COST calls to DNT formatand vice versa, however, systems known to the inventor to have thiscapability are lacking in intelligence on the DNT network side withregards to further routing of calls.

[0020] What is clearly needed is a method and apparatus that wouldprovide a controllable intelligence to switches and routers within a DNTnetwork so that calls originating from either a data-packet network, ora COST network may be routed intelligently and in a platform independentfashion according to communication center rules. Such method andapparatus would do much to revolutionize the way that DNT is practicedas well as further aid in seamless integration between COST and DNTnetworks.

SUMMARY OF THE INVENTION

[0021] In a preferred embodiment of the present invention an intelligentdata-network telephony (DNT) packet-data network is provided, comprisinga first IP Router connected to the packet-data network; acomputer-telephony integration (CTI) server connected to the first IProuter by a dedicated data link enabling monitoring of transactions atthe IP Router and manipulation of IP Router functions; and telephonyapplications executing on the CTI Server. The executing applicationsprovide a Service Control Point (SCP) for preprocessing and furtherrouting of incoming DNT calls at the first IP Router.

[0022] In some embodiments, associated with the CTI-enhanced IP router,there is a DNT-capable Interactive Voice response (IVR), wherein the SCPconnects the callers on the incoming DNT calls to the IVR, which elicitsinformation from the callers, and the SCP uses the elicited informationto further route the calls.

[0023] In some embodiments there is further a protocol-translatingbridge connected on the network and to a dedicated-connection, switchedtelephony (COST ) network, wherein calls after IVR processing, based onthe elicited information, are routed over the bridge and into the COSTnetwork. The DNT network can be the Internet, as well as other knowndata-packet networks. Further, in the case of interconnection with aCOST network, the COST network can be any publicly-switched telephonynetwork (PSTN).

[0024] In various embodiments there may be multiple instances of IProuters enhanced by CTI servers executing CTI applications, providingthereby intelligent routing of DNT calls at multiple points and levels.Further there may be at least one call center implemented at a customerpremise, the call center comprising a second IP router enhanced by a CTIprocessor, the second IP router connected to the DNT network and toplural agent stations each having an IP-capable telephone coupled to theIP router; wherein a call routed by the SCP to the second IP router maybe further routed by action of the CTI processor to an agent at aselected one of the agent stations.

[0025] In the case of enterprise-hosted DNT call centers, the IP-capabletelephones may be implemented on computer stations having video displayunits (PC/VDUs) at the agent stations, and the PC/VDUs may be coupled tothe second IP router and to the CTI processor by a local area network(LAN).

[0026] In addition to the apparatus, methods are also disclosed forpracticing the invention in various embodiments, and all is disclosedbelow in enabling detail, enabling one of ordinary skill in the art topractice the invention.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

[0027]FIG. 1 is an overview of an enhanced communication network andconnections according to an embodiment of the present invention.

[0028]FIG. 2 is an overview of the communication network of FIG. 1according to another embodiment of the present invention.

[0029]FIG. 3 is an overview of the communication center of FIG. 1according to yet another embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0030] According to a preferred embodiment of the present invention, amethod and apparatus is provided for enhancing a DNT network withplatform-independent call-routing intelligence that is controllable fromwithin participating communication centers. Such enhancement is madepossible through the implementation and distribution of an innovativeinstance of firmware and software at key locations within a DNT networkwhereby communication between such described instances and at least onesuch instance installed within a communication center is achieved via aseparate and dedicated digital network. The system described in furtherdetail below allows platform-independent routing of calls over a DNTnetwork according to intelligent communication center rules, emulatingthe intelligence of the well-known COST systems provided by existingtelephone network providers, and as defined above in the Backgroundsection.

[0031]FIG. 1 is an overview of an enhanced communication network andconnections according to an embodiment of the present invention. Acommunication network 11 is illustrated and comprises a COST network 13,a DNT network 15, and a communication center 17. COST network 13 may beof the form of the PSTN network, a private telephony network, or anyother type of COST network as may be known in the art. DNT network 15may be of the form of the Internet, an Intranet, a private WAN, or anyother type of switched-packet network over which DNT may be practiced.Communication center 17, for exemplary purposes, is a call center hostedby a commercial enterprise, and the equipment illustrated therein isillustrated as customer-premises equipment (CPE).

[0032] A Service Control Point (SCP) 19 is illustrated within COSTnetwork 13, and is adapted to receive COST calls represented via avector 21 from anywhere in COST network 13. Such SCP functionality iswell-known in the telephony arts. CTI equipment such as a CTI processorrunning instances of intelligent routines may be assumed to be presentwithin COST network 13 and connected to SCP 19, and much suchenhancement is not public domain, but proprietary to variousorganizations. There may be more than one CTI-enhanced SCP within COSTnetwork 13 without departing from the spirit and scope of the presentinvention. However the inventor chooses to illustrate only one for thepurpose of simplifying explanation.

[0033] DNT network 15 shows two DNT IP nodes, node 23, and node 25. Suchnodes are typically termed IP Routers in the art, and are commerciallysupplied by a number of vendors, such as Ascend Corporation and others.The term “routers” may be confusing in the present specification withoutsome further explanation. The term as applied to IP Routers, such asrouters 23 and 25, refers to relatively “dumb” machines that receive andforward data packets. The term “router” as applied in intelligent COSTnetworks means a switching system capable of applying intelligentrouting rules, typically retrieving and using extensive stored data.Efforts will be made herein to keep the distinction clear.

[0034] Nodes 23 and 25 are adapted for receiving and forwarding datapackets from any network connected source, and such packets may well beDNT packets. Such DNT calls are represented via a vector 27 shownincoming to IP node 23. Nodes 23 and 25 represent typical DNT routingnodes in that they may be of varied proprietorship and variedfunctionality as a result. IP nodes of different manufacture aretypically capable of receiving and routing data packets in a networkprotocol, but may vary widely in further and enhanced functionality.

[0035] A node, as defined herein, may be any <<< does not have to be CPUpowered!! Unnecessary detail. Some of the fastest switches/routers areactually hardware engines . . . controlled or rather supervised by a“small” computer electronic machine (typically a computer) that isdedicated to receiving data from input port(s) and routing the data onto other node(s) through out-put port(s). In typical description, suchnodes are often used for simple routing of data. Other types of nodesthat may be present within DNT network 15 include server nodes adaptedto serve requested information, such as an e-mail server or file server.Still other types of nodes may be interactive servers such as are usedin conjunction with Internet chat rooms or the like. For the purpose ofthe present invention, nodes 23 and 25 are data routing nodes. However,in another embodiment, they may be multifunctional nodes.

[0036] In a DNT network such as network 15, each connected node has aunique address that identifies it's location in the network. One nodemay have more than one address, though typically, this is not the case.This unique address is used as a sort of phone number or destinationnumber for data packets traveling in the network. On the Internet, theseaddresses are known as IP addresses. IP addresses are not to be confusedwith universal resource locators (URL'S) which may be used to accessspecific served information such as a WEB page stored on a sever node.An IP address specifically locates a machine (node) connected to thenetwork, and may be used to direct data packet traffic from one node toanother.

[0037] As is known in the art, data packets are routed through a DNTnetwork from node to node (from IP address to IP address). There may bemany nodes along an extended data path wherein data-packets pause forfurther routing or may be redirected by such as address translation.Such node pauses, as experienced by traveling data-packets, are oftentermed “hops” in the art. For example, an IPNT call from a sourcecomputer may make many pauses (or hops) at such nodes before reaching afinal IP address. In some cases, the final address will be aninteractive server for linking two participants using a DNT application.In other cases, connection will be made from a source computer to arecipient computer (direct linking).

[0038] Referring back now to FIG. 1, nodes 23 and 25 each have aconvention listing a number of IP addresses to other connected andcompatible nodes within DNT network 15 for the purpose of mapping routesthrough the network toward the final destination of a particular dataevent. One node may contain many addresses of compatible nodes and has alimited ability to determine the best map or route to the next nodebased on, among other criteria, current network conditions includingknown bandwidth capability, supplied information within the arrivingdata packet, recent additions or upgrades to the network, and so on.Some systems also employ special software known as Quality-of-Service(QoS) software for prioritizing traffic and reserving bandwidth in somecases. The above described criteria and current art methods for usingthis criteria in data-packet routing is well-known in the art. Thereforemuch detail will not be provided except to note that in current routingmethods, multiple data-packets associated with a single event are oftenrouted to the destination via differing nodes along variable paths.

[0039] In order to provide special routing intelligence, in the sense ofrouting intelligence as known in COST networks, to IP nodes 23 and 25,innovative data routers termed intelligent data-routing processors(IDRPs) by the inventors are provided and connected in a geographicallydistributive fashion within DNT network 15 and at connectedcommunication centers such as communication center 17. For example, anIDRP 35 is connected to IP node 25 via data link 34, while IP node 23 isconnected to an IDRP 33 via a data link 24. IDRPs 33 and 35 are eachrunning an instance of a CTI application suite known to the inventor asT-server (T-S) 61 and T-S 63 respectively. An IDRP such as IDRP 33, forexample, is adapted to exert control over the functions of IP node 23over the connecting data link. The IDRP monitors all activity of the IPNode (arriving data packets, IP addresses, header information, etc.),and is also adapted to exert control over operations of the connected IProuter. Similar equipment and software (IDRPs/T-S routines) are alsoimplemented within connected communication centers such as center 17,and at gateway locations between separate networks such as at asignaling system 7 (SS7) gateway 57 illustrated between COST network 13and DNT network 15.

[0040] An SS7 gateway 57 is connected to an IDRP 31 running an instanceof T-S 59 via data link 29. IDRP 31 is also connected to SCP 19 withinCOST network 13 via a CTI connection 14. In this case, IDRP 31communicates both to gateway 57 and to SCP 19, thus setting it apartfrom IDRPs 33 and 35 in terms of dedicated function. It will be assumedfor the purposes of the present invention that an IDRP connected to agateway such as gateway 57 will have a stated variance in function byvirtue of the equipment it is adapted to control and by virtue of T-Sroutine. In this case, T-S 59 will be variant in terms of specificcommand function from other TS routines. Hence, T-S routines as a rule,are written specifically for the type of switch/router/gateway that theywill control, and not all instances of a T-S are exactly alike. Morespecifically, T-S 59 will be written so as to provide command control toSCP 19 which comprises a network telephone switch, and also to SS7gateway 57 which, in effect, is a digital converter which is adapted toconvert Bellcore protocol signal from COST network 13 into data-packetsand also data-packets from DNT network 15 to Bellcore signal protocol.It is to be understood that the SS7 gateway illustrated is exemplary,and similar gateways may be used translating between COST networks andDNT networks wherein different protocols than those described here areused.

[0041] An IDRP 37 illustrated within communication center 17 accordingto the distributive architecture as described above, is running separateinstances of T-S software, namely T-S 67 adapted to control a CTI switch39 over a CTI connection, and T-S 65 adapted to control an IP switch 41for, in this case, IPNT traffic. In this arrangement, communicationcenter 17 is adapted to handle both COST and DNT communicationaccounting for the added equipment. It will be apparent to the skilledartisan that elements 37, 67, and 65 may be shown as a single element,as all of the software functions may execute on a single processor.

[0042] According to an embodiment of the present invention, a separatedigital network 36 connects all of the IDRPs running instances of T-Ssoftware in the illustrated system. In this example, connection isillustrated as being between separate instances of T-S routine such asbetween T-S 63, and T-S 61 for illustrative purpose only. In actualpractice, the hard connections are made to various IDRPs via compatibleports installed or provided therein. Digital network 36 may be aprivately owned or leased network and is specifically dedicated toproviding a communicative link between each distributed IDRP such asIDRPs 31 and 37.

[0043] As an intelligent network, IDRPs on network 36 are provided withall of the knowledge regarding DNT network conditions such as availableroutes, bandwidth availability, IP addressing of similar IDRPs andconnected nodes. Other intelligence includes the corporateidentification and routing rules generic to participating companieshosting communication centers.

[0044] In the embodiment illustrated an innovative intelligentperipheral in the form of a dual-ported IVR 47 is provided and uniquelyadapted to receive and interact with certain calls from both COSTnetwork 13 and DNT network 15 for the purpose of interacting withcallers from either network that are destined to connected communicationcenters such as center 17. More specifically, IVR 47 is intended to be afirst caller-interface or intercept for communication center 17regarding callers from both networks. The IVR functions are well-knownin COST networks as associated with SCPs for the purpose of providingrouting of toll-free (800, 888) calls. For example, COST calls 21arriving at SCP 19 are routed to IVR 47 over COST trunk 51. DNT calls 27arriving at IP node 23 and requiring IVR are routed to IVR 47 over DNTconnection 49. Callers from both networks may be given special numbersto call such as a 1-800 number (COST), or a DNT equivalent such that byusing that number, IDRP 31 may recognize the call and route to IVR 47.

[0045] IVR 47 is, in this embodiment, dedicated for the purpose ofinteraction with callers through known methods such as via voiceresponse, touch tone, or the like. It will be appreciated that IVR 47may be enhanced to interact with DNT callers via added function such astyped text, interactive options offered on a WEB form, or other knownmethods such as are attributable to data networks and servers.Information obtained from interaction with IVR 47 may include caller ID,call destination, purpose of call, priority of call, and so on. Ineither instance, additional information obtained through IVR 47 iscommunicated to respective nodes/switches and can be interpreted viaIDRP control. For example, interaction data regarding a COST callerresides in SCP 19 which is under control of IDRP 31. Interactionregarding a DNT caller resides at an IP node such as node 23 in thisinstance, which is under control of IDRP 33.

[0046] IVR 47, serving both networks, is, in this embodiment, alsoconnected to communication network 36, and using this network, maycommunicate with T-S at other locations in the overall system. It isnecessary, for example, in interacting with COST callers, for theelicited information, or instructions derived therefrom, to becommunicated to SCP 19 for routing purposes. In the case of the DNTnetwork, the equivalent functionality may be achieved either by thenetwork 36 or via the packet data network 15.

[0047] Within communication center 17, which, as previously described,can handle both COST and DNT calls, is illustrated a telephony switch 39adapted to receive COST calls from COST network 13 via a trunkconnection 43. Two agent workstations (there may be many more),workstation 73 and workstation 71 are adapted to include individual COSTtelephones 83, and 81 respectively. Cost phones 83 and 81 are connectedto switch 39 via internal extension wiring 40. Workstations 73 and 71are also adapted to include PC/VDU's 77 and 79 respectively. PC/VDU's 77and 79 are connected to each other via a local-area-network (LAN) 75,and further connected via LAN 75 to an IP switch 41. IP switch 41 isadapted to receive incoming DNT calls from DNT network 15 via DNTconnection 45. A customer information system (CIS) repository 69 isconnected to LAN 75 and is therefore accessible to agents atworkstations 73 and 71. CIS repository 69 contains stored informationregarding callers such as addresses, credit history, productpreferences, purchase history, and so on. Such data along with DNTevents may be displayed on LAN-connected PC/VDU's such as PC/VDU 77 andPC/VDU 79.

[0048] IDRP 37 monitors and controls both IP switch 41 (DNT) andtelephony switch 39 (COST) via T-S 65 and T-S 67 respectively. IDRP 37is also connected to digital network 36 (connectivity illustratedthrough T-S). Each instance of T-S (67 and 65) is illustrated asLAN-connected (connections not numbered). In actual practice, T-Sroutines 67 and 65 may reside in IDRP 37 and the hard connections wouldbe from IDRP 37 direct to each communications switch (two connections),from IDRP 37 to LAN 75 (one connection), and from IDRP 37 to digitalnetwork 36 (one connection). Separate or dual connections represented toLAN 75 and digital network 36 by way of separate instances if T-S areillustrative only and merely identifies two specific instances of T-Swithin IDRP 37.

[0049] Data regarding a caller obtained via IVR 47, whether from a DNTcall or a COST call, may be sent to communication center 17 ahead of acall with respect to either network via digital network 36. For example,a command from IDRP 31 to SCP 19 may be to route a COST call, afterinteraction with IVR 47, to telephony switch 39 in communication center17 via COST connection 43 while the data regarding the call is routed toIDRP 31, which than passes the data onto LAN 75 and ultimately to anagent's PC/VDU such as PC/VDU 79. Similarly, a DNT call, afterinteraction with IVR 47, may be routed from IP node 23 to IP node 25,and then be routed via DNT connection 45 to IP switch 41. Once at IPswitch 41, it may be distributed via LAN 75 to either PC/VDU, 77 or 79.It should be noted that now, due to the intelligence added to DNTnetwork 15 via the IDRPs, operates with logical equivalents of SCP 19.All of the routing intelligence and functions available in intelligentCOST networks is now available in DNT network 15. In fact, due to theamorphous nature of the DNT network (highly interconnected), manyfunctions can be provided in a more pervasive way than in the equivalentCOST system.

[0050] Additional functionality by virtue of linked IDRPs running T-Ssoftware allows intelligent routing to be uniformly controlled acrossdifferent platforms. For example, if node IP 23 is of a differingmanufacture than IP node 25 and under normal conditions somefunctionality, such a QoS functionality, is not available on one of thenodes, it can be provided via software executing on the IDRP. In thisway routing and all other functions become switch-independent. Moreover,with the use of SS7 gateway 57, intelligent routing is seamlesslyintegrated between networks 13 and 15. IVR 47 may, as previouslydescribed, obtain information through caller interaction from callers ofeither network to aid routing.

[0051] It will be apparent to one with skill in the art that there maybe many more IDRPs, IVRs, SS7 gateways, SCPs, IP nodes, and so on thanis illustrated in this embodiment without departing from the spirit andscope of the present invention. The inventor chooses to illustrate aquantitative minimum of equipment and connections for the purpose ofsimplicity in description.

[0052] Intelligent routing rules as may be practiced in a communicationcenter such as in center 17 may be implemented at the network levelwithin DNT 15 as well as COST network 13 by virtue of digital network 36and IDRP connections as taught above. In practice, incoming calls fromeither network (calls 21 and calls 27) are first processed at IVR 47.Depending on information obtained through interaction, it is determinedhow the calls will be routed. Such determinations are made by connectedIDRPs according to enterprise rules. For example, if it is determinedthat a COST call 21 should be routed into DNT network 15 based on IVRinformation, then IDRP 31 running an instance of T-S 59 would commandSCP 19 to route call 21 through gateway 57 by way of connections 53 and55 into DNT 15. Conversion from Bellcore protocol to IP format isperformed in gateway 57. Once the call arrives at node 25 for example,IDRP 35 running an instance of T-S 63 has received information from IDRP31 that the call should be further routed to IP switch 41 over DNTconnection 45, and on to PC/VDU 79 over LAN 75. In this case,communication center 17 may have a 1-800 number for callers that may belinked to IP switch 41. IVR 47 may verify the destination duringinteraction with the caller.

[0053] It should be appreciated as well, that the intelligence injectedinto DNT network 15 may have many uses, not the least of which isnetwork-wide QoS. With many routing nodes CTI-enhanced as taught, andsharing traffic data and so on, routing may be done in a network-widefashion instead f node-to-node, and much may be accomplished relative tobandwidth sharing and latency issues.

[0054] In another example, a DNT call arrives at IP node 25 with thecaller using a 1-800 equivalent, and is routed on to IVR 47. It may bedetermined that caller 27 needs to be routed through COST network 13 asthe 1-800 equivalent number is to a COST connection such as telephonyswitch 39. IDRP 33 will send a command to node 23 to route the datapackets through gateway 57 into the COST domain. Conversion from datapackets to Bellcore signal is achieved in gateway 57. Once call 27 is atSCP 19, IDRP 31 confirms further routing to telephony switch 39 incommunication center 17. In both cases, data obtained through IVRinteraction may be sent to communication center 17 over digital network36 and on to LAN 75, ultimately appearing on a designated agent'sPC/VDU.

[0055] In other instances, COST calls may be kept in COST network 13 andDNT calls may be kept in DNT network 15. Because of the addedintelligence afforded to IP nodes such as nodes 23 and 25 via connectedIDRPs such as IDRPs 31 and 35, data-packets generic to an event may beheld up in queue, caused to travel on one path instead of variableroutes, and so on.

[0056] Additional intelligence added to digital network 36 may includereal-time data network conditions, knowledge of quality of service (QoS)routes, routines for error routing, statistical-based routing, priorityrouting rules, skill-based routing rules, and so on. Digital network 36may be a very large network comprising thousands of connected IP nodesand associated IDRPs (not every node needs an IDRP), IVRs, and SS7gateways between networks. Digital network 36 may also link manygeographically distant communication centers of varying capability. Forexample, a COST-only or DN-only communication center may be linked todigital network 36 and may practice the present invention as taughtabove.

[0057]FIG. 2 is an overview of the communication network of FIG. 1according to another embodiment of the present invention. Communicationnetwork 11, in this embodiment, is identical in virtually all respectsto the communication center 11 of FIG. 1 except for an illustratedcommunication center 85 which accepts only COST calls. Therefore,elements of the present invention that have already been introduced withrespect to FIG. 1 will not be re-introduced unless function has beenaltered according to an embodiment of the present invention.

[0058] Communication center 85, in this instance, is equipped to handleonly COST calls. Therefore, equipment dedicated to handling DNT calls isnot present. However, IDRP 37 of FIG. 1 is illustrated, but is onlydedicated to the control of telephony switch 39. LAN 75 of FIG. 1 isalso present here for receiving data ahead of a call as described withreference to FIG. 1. The LAN may also be used in the communicationcenter for scripting to agents, agent training, and numerous othertasks.

[0059] In this embodiment, callers from DNT network 15 may be given aDNT 1-800 equivalent that is associated with telephony switch 39 ofcommunication center 85. As described with reference to FIG. 1, DNTcalls 27 (having the number identification) are intercepted via IVR 47and interaction ensues. COST calls 21 are similarly intercepted via IVR47.

[0060] In this case, all DNT calls to communication center 85 must berouted through SS7 gateway 57 and into COST network 13. IP node 23 isinstructed via IDRP 33 to route call 27 through gateway 57 where it isconverted to Bellcore signaling (COST standard). While call 27 waits atSCP 19 for further routing instruction, data regarding the call may besent via digital network 36 to IDRP 37 and on to LAN 75. IDRP 31instructs SCP 19 to route call 27 over trunk 43 to telephony switch 39.IDRP 37, in this case, may provide final routing instruction totelephony switch 39 as to which agent will take the call. Call 27 isthen routed to a telephone of that agent such as telephone 83 in agentstation 73. IDRP 37 has before, or at the same time that routinginstructions were given to switch 39, routed IVR data regarding the callto a PC/VDU 87 which is associated with telephone 83, connected to LAN75, and is adapted to display such information.

[0061] Destination numbers advertised to DNT callers may be to virtuallyany desired destination such as switch 39, SCP 19, a virtual queue (notshown), or other pre-assigned destinations. COST traffic may be routedthrough network 13 in normal fashion, except for an intercept via IVR 47for the purpose of obtaining call-related data. By enhancing DNT network15 with the method and apparatus of the present invention, COSTcommunication center 85 may extend it's customer base to DNT callerswithout necessarily adding DNT equipment.

[0062]FIG. 3 is an overview of a communication system according to yetanother embodiment of the present invention. Communication network 11,in this embodiment, is identical to the communication network 11 asrepresented with respect to FIGS. 2 and 1 except for a linkedcommunication center 95 which accepts only DNT calls. Therefore,components of network 11 will not be reintroduced unless they have beenfunctionally altered according to an embodiment of the presentinvention.

[0063] Communication center 95, as previously described, accepts onlyDNT calls. Therefore, previously described CTI COST telephony equipmentsuch as was illustrated with respect to the embodiments of FIG. 1 andFIG. 2 is logically omitted. In this example, DNT communication center95 may accept calls from both COST network 13 and DNT network 15.

[0064] With respect to COST calls arriving from network 13, they must berouted through SS7 gateway 57 and into DNT network 15 before beingrouted to communication center 95. By giving COST customers a special1-800 number, calls 21 arrive at SCP 19 and are intercepted via IVR 47as described in previous embodiments. After interaction with IVR 47, itmay be determined that, for example, call 21 should be routed to IP node25 within DNT network 15.

[0065] In this instance, call 21 is routed per instruction from IDRP 31via trunk 51 and into gateway 47. Call 21 is then converted to DNTformat (data-packets) and proceeds via DNT connection 49 to IP node 25.At IP node 25, IDRP 35 determines that call 21 should be further routedto IP switch 41 within communication center 95 via DNT connection 45.Data regarding call 21 as obtained during interaction with IVR 47 may besent via digital network 36 to a connected IDRP 66 within center 95 forsubsequent routing to a next-best available agent.

[0066] IDRP 66 is different from IDRP 37 of FIGS. 1 and 2 only in thatit is adapted solely for handling DNT calls. Similarly, agent stations97 and 99 differ from previously described stations in that they arespecifically equipped for DNT communication and not for COSTcommunication. For example, in workstation 97, a DNT telephone 97 isprovided and adapted for DNT calls. In workstation 99, a DNT telephone93 is similarly provided and adapted for DNT communication.

[0067] If it is determined by IDRP 66 to route call 21 to DNT 91, thenIVR data regarding the call would be sent by IDRP 66 to PC/VDU 77 viaLAN 75 ahead of, or at the time that call 21 is routed to phone 91 andso on. In this example, a DNT only communication center such as center95 may increase it's exposure to include COST callers or customers. DNTnetwork 15, now enhanced with routing intelligence, as taught herein andabove, may accept all calls 21 from COST network 13 over SS7 gateway 57wherein they are converted and further routed as normal DNTcommunication events.

[0068] It will be apparent to one with skill in the art that thecommunication network of the present invention may comprise many linkedcommunication centers having one, or the other, or a mix ofcommunication capability with regards to DNT and COST telephony. Thedifferent call center architectures of FIGS. 1, 2, and 3 may all bepresent and used in a single overall system in any quantity and mix.This will, in fact, typically be the case. The separate descriptionswere only provided to avoid unnecessary complexity in drawings anddescriptions.

[0069] It will also be apparent to one with skill in the art that themethods and apparatus of the present invention may be implemented over alarge geographical region such as may be covered by a large DNT networksuch as the Internet. Equipment such as described IDRPs and digitalconnections comprising a separate digital network such as network 36 maybe provided for lease, privately owned by one company, or collectivelyowned by several cooperating companies whose communication centers andcorporate locations may be served.

[0070] Integrating routing intelligence between traditionally separatenetworks such as, for example, a COST network and the Internet, allowscompanies more options with regards to reaching broader customer basesand equipping individual communication centers for call handling. Thespirit and scope of the present invention is limited only by the claimsthat follow.

What is claimed is:
 1. An intelligent data-network telephony (DNT)packet-data network, comprising: a first IP Router connected to thepacket-data network; a computer-telephony integration (CTI) serverconnected to the first IP router by a dedicated data link enablingmonitoring of transactions at the IP Router and manipulation of IPRouter functions; and telephony applications executing on the CTIServer; wherein the executing applications provide a Service ControlPoint (SCP) for preprocessing and further routing of incoming DNT callsat the first P Router.
 2. The intelligent DNT network of claim 1 furthercomprising a DNT-capable Interactive Voice response (IVR) unit connectedto the first IP Router, wherein the SCP connects the callers on theincoming DNT calls to the IVR, which elicits information from thecallers, and the SCP uses the elicited information to further route thecalls.
 3. The intelligent DNT network of claim 2 further comprising aprotocol-translating bridge connected on the network and to adedicated-connection telephony network, wherein calls after IVRprocessing, based on the elicited information, are routed over thebridge and into the dedicated-connection network.
 4. The intelligent DNTnetwork of claim 1 wherein the DNT network is the Internet.
 5. Theintelligent DNT network of claim 3 wherein the dedicated-connectionnetwork is a publicly-switched telephony network.
 6. The intelligent DNTnetwork of claim 1 comprising multiple instances of IP routers enhancedby CTI servers executing CTI applications, providing thereby intelligentrouting of DNT calls at multiple points and levels.
 7. The intelligentDNT network of claim 1 wherein at least one call center is implementedat a customer premise, the call center comprising a second IP routerenhanced by a CTI processor, the second IP router connected to the DNTnetwork and to plural agent stations each having an IP-capable telephonecoupled to the IP router; wherein a call routed by the SCP to the secondIP router may be further routed by action of the CTI processor to anagent at a selected one of the agent stations.
 8. The intelligent DNTnetwork of claim 7 wherein the IP-capable telephones are implemented oncomputer stations having video display units (PC/VDUs) at the agentstations, and wherein the PC/VDUs are coupled to the second IP routerand to the CTI processor by a local area network (LAN).
 9. A method fortransforming a packet data network having interconnected IP routers intoan intelligent telephone network, comprising steps of: (a) enhancing IProuters in the network by connecting a computer-telephony integration(CTI) server to one or more of the IP routers; and (b) monitoringactivities, including calls received, at the enhanced IP routers; and(c) executing CTI applications on the CTI servers and commandingfunctions, including routing of calls received by the enhanced IProuters, based on the activities monitored.
 10. The method of claim 9further comprising a step for assigning IP addresses for one or moreenhanced IP routers as no-charge-to-calling-party destinations, andrerouting calls by the CTI processor based upon association of theno-charge-to-calling-party IP addresses with IP addresses of enterprisessponsoring the no-charge-to-calling-party IP addresses.
 11. The methodof claim 10 wherein one or more enterprises each maintain a call centercomprising a CTI-enhanced IP router connected to IP-capable telephonesat agent stations, and comprising a step for further routing a callrouted to one of the call centers to an IP-capable telephone at theagent station.